Product Support Engineer

Summary

Join Sprout Social's Customer Support team as a Product Support Engineer, Salesforce! This role requires expertise in Salesforce Service and Marketing Cloud integration, mentoring peers, and troubleshooting platform escalations. You will act as a subject matter expert, escalating issues to Engineering and Product teams. The ideal candidate possesses strong Salesforce knowledge, technical support experience, and problem-solving skills. Sprout offers a collaborative environment, growth opportunities, and a comprehensive benefits package.

Requirements

• 2+ years of practical experience and comprehensive knowledge of Salesforce Service Cloud
• 2+ years experience providing technical support for software, with experience working in a Tier 2 capacity (SaaS experience a plus)
• Proven ability to be resourceful and creative in troubleshooting, investigation, and questioning techniques

Responsibilities

• Act as a Salesforce Service and Marketing Cloud integration product expert
• Mentor and train Support peers on Salesforce technology
• Investigate, troubleshoot, and reproduce Sprout Social platform escalations from Tier 1 Support
• Discern when to submit escalations to Engineering for further investigation or Product for functionality confirmation

Preferred Qualifications

• Salesforce Service Cloud certification and knowledge of flows
• Experience collaborating with Product and Engineering to help resolve an escalation or provide feedback
• Basic understanding of API access and data visualization software such as Tableau

Benefits

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program and employee-led diversity, equity, and inclusion initiatives
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient, and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting
• Remote work options (where possible and location permitting)
• Employees (and their dependents) are covered by medical, dental, vision, basic life, accidental death, and dismemberment insurance, and Modern Health (a wellness benefit)
• Employees are able to enroll in Sprout’s company’s 401k plan, in which Sprout will match 50% of your contributions up to 6% with a maximum contribution
• Sprout offers “Flexible Paid Time Off” and ten paid holidays